Rich Text field in By field for Reports

@darkknight Awesome thank you for this, agree clunky but I will try it out and see what happens :-)

@darkknight @ablnsj - it is definitely a bit clunky if you’re using a rule to change the rich text field into a string. That’s a lot of processing and setup for not a lot of value. 

Plan A: Update Field Type in Salesforce

If I could make a small suggestion, I would probably change Product Name from a Rich Text field to a String in SFDC. I’m not sure why a product name would require the ability to update the HTML formatting. Most object name fields in Gainsight are just a string and it helps to ensure user don’t enter in a lot of garbage data. This would by far be the easiest solution if you can make the change in Salesforce. 

Plan B: Create a Workflow in SFDC

If you can’t change the SFDC rich text field, you can use a workflow in SFDC to automatically convert it to a Long Text Area field. This can be done automatically in real-time when the record is created or updated in Salesforce. 

Plan C: Create a rule in Gainsight

Use a rule in Gainsight to convert the Rich Text to a String and load the data to a new field. This can only happen as often as every two hours so it can create a small delay in the freshness of your data. I tend to prefer workflows in Salesforce for this if it’s something that is really necessary. 

I would definitely recommend updating the field type in Salesforce if you can make that change. It’s the easiest of all the options and can help ensure you maintain clean data in your CRM. Hope this helps. 

Thanks @jean.nairon 

1. Not an option as other upstream Salesforce workflows are already dependent on the field as is.
2. SFDC team declined because they do not want a duplication of data (since the field already exists) and they see this as a functional deficit of Gainsight
3. That is what we’re doing already - creating a workaround process that is frustrating to maintain.

@darkknight - I’ve definitely seen that play out the same way in multiple companies. The SFDC teams tend to have more governance and control on what is built so often GS admins have to build something that is not ideal because the SFDC team doesn’t want to make an adjustment. 

The best data and systems architecture should be designed leveraging both SFDC and Gainsight in optimum ways. But that’s generally not the case when the apps are managed by two separate teams. 

I’m not a fan of building workarounds in Gainsight because you can’t get what you need in the source system. But it’s usually the way it is in larger enterprises. I feel your pain and totally understand why you had to do what you had to do.

@darkknight Thank you for this solution. Could you give more insights into how you create the rule to convert Rich Text into String? I have tried several ways, and none of it seems to work.